Banks are required to put in place appropriate and effective mechanisms and procedures to handle customer complaints about banking products or services, making sure that individual cases are being followed up in a fair and expeditious manner. If a customer considers that a bank has not handled his/her case properly, he/she can make a complaint to the bank concerned or the HKMA against the bank concerned.
The HKMA will follow up on each complaint case, and requires the bank concerned to handle the complaint properly and provide a reply to the complainant. The information received by the HKMA in handling a complaint may assist in identifying issues of supervisory or disciplinary concern that require follow-up action, including opening an investigation and considering supervisory and disciplinary actions. However, it should be noted that the HKMA cannot interfere with a bank’s commercial decisions, adjudicate or intervene in a dispute between a bank and its customer or order a bank to pay compensation.
**Special Arrangement for the Bank Complaints Handling Service of the HKMA
Due to special work arrangements under the latest circumstances, the hotline of the HKMA’s Bank Complaints Handling Service is temporarily suspended until further notice. Members of the public are advised to send their complaints against banks through online submission, or by email, fax or post. We will endeavour to respond as soon as practicable. Thank you for your understanding.
|Online submission:||Online complaint form|
|Download PDF form|
||(852) 2509 3990|
||Complaint Processing Centre
Hong Kong Monetary Authority
55th Floor, Two International Finance Centre
8 Finance Street, Central, Hong Kong
You may also contact us at (852) 2878 1378 for enquiries in relation to lodging bank complaints. All telephone conversations between you and the HKMA may be recorded, irrespective of whether you dial in or we call you back so as to ensure our service quality.